SeatGeek
Help the world experience more live.
We love live events because they bring people of all walks together. You see the same things. You feel the same feels. You walk out changed for the better. We strive to bring the same feeling of connectedness into our workplace. Help us help the world experience more live.
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SeatGeek believes live events are powerful experiences that unite humans. With our technological savvy and fan-first attitude we’re simplifying and modernizing the ticketing industry.
As a member of the Marketplace Services Workforce team, the Sr. Manager, Workforce Services Manager owns the workforce strategy and execution of our Support teams at SeatGeek. The Manager will be responsible for partnering with key leaders within and outside of Marketplace Operations to forecast, model, optimize internal staffing plans and ensure we have the right resources to meet the needs of our growing base of fans, brokers, and clients. This will include ensuring the necessary operations teams have the resources (e.g., tooling, roles, headcount, processes) to operate effectively and scale with the business. The Workforce Services Manager will also manage a small team of analysts & specialists, leading and supporting them in their day-to-day responsibilities.
What you'll do
- Own end-to-end workforce strategy and execution for Support, including forecasting, modeling, staffing, scheduling, and compliance to meet variable demand across channels and partners
- Lead and develop a distributed team of workforce analysts and specialists, providing coaching, mentorship, and clear priorities to deliver high-quality forecasts, staffing plans, and metrics reporting
- Create, maintain, and continuously improve workforce models for internal and BPO teams, partnering with Finance, Support, and Marketplace Operations leadership to translate business priorities into hiring, resourcing, and budget recommendations
- Partner cross-functionally with Support, Services, Business Technologies, Procurement, Enablement, and BPO vendors to optimize WFM tools, processes, and policies, modeling and communicating the impact on efficiency, costs, and SLAs
- Serve as the organization’s workforce subject-matter expert, using data storytelling to influence senior stakeholders, drive operational decisions, and lead change management for workforce-related initiatives and tooling
- Be a strong, passionate people manager focused on teaching, supporting, mentoring, and growing your employees
What you have
- 7+ years of experience in the Workforce Management space including forecasting, modeling, scheduling, and reporting for customer support teams.
- 5+ Years experience in a people management role, managing remotely distributed team
- Exceptional communication and collaboration skills. Ability to effectively collaborate with stakeholders of all levels of seniority and tenure throughout the organization
- Experience working in WFM tools (e.g., Playvox, Verint, Assembled), with a deep understanding of the technological aspects of its setup
- Experience working with BPO organizations to staff and deliver world-class customer support operations.
- Experience with AI assistants and support optimization tools
- Excellent data modeling and analysis skills
- Experience managing others, and a passion for coaching, mentoring, and creating career opportunities for your team
- Willingness to dig into the details and solve challenges collaboratively with your team
Perks
- Equity stake
- Discretionary annual bonus
- Flexible work environment, allowing you to work as many days a week in the office as you’d like or 100% remotely
- A WFH stipend to support your home office setup
- Unlimited PTO
- Up to 16 weeks of fully-paid family leave
- 401(k) matching
- Student loan matching program
- Health, vision, dental, and life insurance
- Up to $25k towards family building, reproductive health services and Gender-affirming care
- $500 per year for wellness expenses
- Subscriptions to Headspace (meditation), Headspace Care (therapy), and One Medical
- $120 per month to spend on tickets to live events
- Annual subscription to Spotify, Apple Music, or Amazon music
The salary range for this role is $120,000 - $174,000 USD. This role is equity eligible. In addition, you may receive a discretionary annual bonus based on individual and company performance. Actual compensation packages within that range are based on a wide array of factors unique to each candidate, including but not limited to skill set, years and depth of experience, certifications, and specific location.
SeatGeek is committed to providing equal employment opportunities to all employees and applicants for employment regardless of race, color, religion, creed, age, national origin or ancestry, ethnicity, sex, sexual orientation, gender identity or expression, disability, military or veteran status, or any other category protected by federal, state, or local law. As an equal opportunities employer, we recognize that diversity is a positive attribute and we welcome the differences and benefits that a diverse culture brings. Come join us!
To review our candidate privacy notice, click here.
#LI-Remote
Ready to apply?
Apply to SeatGeek
SeatGeek believes live events are powerful experiences that unite humans. With our technological savvy and fan-first attitude we’re simplifying and modernizing the ticketing industry.
As a member of the Marketplace Services Workforce team, the Sr. Manager, Workforce Services Manager owns the workforce strategy and execution of our Support teams at SeatGeek. The Manager will be responsible for partnering with key leaders within and outside of Marketplace Operations to forecast, model, optimize internal staffing plans and ensure we have the right resources to meet the needs of our growing base of fans, brokers, and clients. This will include ensuring the necessary operations teams have the resources (e.g., tooling, roles, headcount, processes) to operate effectively and scale with the business. The Workforce Services Manager will also manage a small team of analysts & specialists, leading and supporting them in their day-to-day responsibilities.
What you'll do
- Own end-to-end workforce strategy and execution for Support, including forecasting, modeling, staffing, scheduling, and compliance to meet variable demand across channels and partners
- Lead and develop a distributed team of workforce analysts and specialists, providing coaching, mentorship, and clear priorities to deliver high-quality forecasts, staffing plans, and metrics reporting
- Create, maintain, and continuously improve workforce models for internal and BPO teams, partnering with Finance, Support, and Marketplace Operations leadership to translate business priorities into hiring, resourcing, and budget recommendations
- Partner cross-functionally with Support, Services, Business Technologies, Procurement, Enablement, and BPO vendors to optimize WFM tools, processes, and policies, modeling and communicating the impact on efficiency, costs, and SLAs
- Serve as the organization’s workforce subject-matter expert, using data storytelling to influence senior stakeholders, drive operational decisions, and lead change management for workforce-related initiatives and tooling
- Be a strong, passionate people manager focused on teaching, supporting, mentoring, and growing your employees
What you have
- 7+ years of experience in the Workforce Management space including forecasting, modeling, scheduling, and reporting for customer support teams.
- 5+ Years experience in a people management role, managing remotely distributed team
- Exceptional communication and collaboration skills. Ability to effectively collaborate with stakeholders of all levels of seniority and tenure throughout the organization
- Experience working in WFM tools (e.g., Playvox, Verint, Assembled), with a deep understanding of the technological aspects of its setup
- Experience working with BPO organizations to staff and deliver world-class customer support operations.
- Experience with AI assistants and support optimization tools
- Excellent data modeling and analysis skills
- Experience managing others, and a passion for coaching, mentoring, and creating career opportunities for your team
- Willingness to dig into the details and solve challenges collaboratively with your team
Perks
- Equity stake
- Discretionary annual bonus
- Flexible work environment, allowing you to work as many days a week in the office as you’d like or 100% remotely
- A WFH stipend to support your home office setup
- Unlimited PTO
- Up to 16 weeks of fully-paid family leave
- 401(k) matching
- Student loan matching program
- Health, vision, dental, and life insurance
- Up to $25k towards family building, reproductive health services and Gender-affirming care
- $500 per year for wellness expenses
- Subscriptions to Headspace (meditation), Headspace Care (therapy), and One Medical
- $120 per month to spend on tickets to live events
- Annual subscription to Spotify, Apple Music, or Amazon music
The salary range for this role is $120,000 - $174,000 USD. This role is equity eligible. In addition, you may receive a discretionary annual bonus based on individual and company performance. Actual compensation packages within that range are based on a wide array of factors unique to each candidate, including but not limited to skill set, years and depth of experience, certifications, and specific location.
SeatGeek is committed to providing equal employment opportunities to all employees and applicants for employment regardless of race, color, religion, creed, age, national origin or ancestry, ethnicity, sex, sexual orientation, gender identity or expression, disability, military or veteran status, or any other category protected by federal, state, or local law. As an equal opportunities employer, we recognize that diversity is a positive attribute and we welcome the differences and benefits that a diverse culture brings. Come join us!
To review our candidate privacy notice, click here.
#LI-Remote
Ready to apply?
Apply to SeatGeek
SeatGeek believes live events are powerful experiences that unite humans. With our technological savvy and fan-first attitude we’re simplifying and modernizing the ticketing industry.
The Workforce Services team plays a crucial role in identifying and driving effective and efficient customer, broker, client, and agent experiences. As a Business Analyst, you will use an analytical mindset to dig deep into some of the Support department’s biggest opportunities, uncovering important insights that can be leveraged to improve the overall performance of our customer, broker, and client support technology and processes. In this role, you will work with stakeholders from the Marketplace Operations, Product, Inventory, Data Science, and Finance teams to collect, present & analyze data in a way that identifies opportunities for improving how we support our customers, brokers, clients and agents.
The scope of projects for this role will vary, but will focus mostly on using data to help inform recommendations and decisions related to our customer, broker, and client support strategies. You will play a key role in turning data into actual insights that can be acted upon by your teammates across the organization.
What you'll do
- Own and maintain support and workforce data sets across tools and systems, ensuring accuracy, consistency, and accessibility for both individual and team performance data
- Develop, maintain, and distribute recurring reporting and dashboards on key workforce and support metrics (e.g., staffing, forecast accuracy, adherence, attrition, productivity, contact rates, performance, operating costs)
- Analyze complex data from multiple internal and external sources to identify trends, root causes, and actionable insights that inform decisions on support operations, product automation strategies, process changes, and fan, client, and broker experience
- Evaluate existing business processes and identify opportunities for optimization and automation. Provide written and visual summaries of findings and present findings to senior leadership as needed
- Develop process maps, workflows, and documentation for current and future-state operations
- Monitor and investigate key workforce and support KPIs, proactively surfacing unusual patterns, resolving data quality issues, and completing high-quality ad hoc analyses and reporting requests for stakeholders
- Collaborate with operations teams to complete ad hoc reporting and analysis requests related to business challenges and opportunities like contact, drivers, quality, cost, or performance. Helping surface where SeatGeek teams should focus their efforts to help reduce operational expenses where possible and appropriate
What you have
- 3+ years of experience in data analysis, business analysis, workforce management, customer service operations
- Experience with reporting and analytics in customer service tooling (e.g., Zendesk, Salesforce, Playvox, Talkdesk or similar)
- Experience with data analysis tools and techniques (e.g., advanced Excel, SQL basics, or similar)
- Experience with data visualization tools (e.g., Tableau, Looker, or similar) is highly desirable
- Strong proficiency in Google Suite, specifically Google Sheets
- Strong analytical and critical thinking skills, with a keen attention to detail
- Excellent organizational and time management skills; able to manage multiple projects and deadlines
- Clear, concise written and verbal communication skills
- Ability to synthesize data and present findings to various audiences with clear trends and recommendations
- Collaborative team player with a proactive approach to problem-solving
Perks
- Discretionary annual bonus
- Flexible work environment, allowing you to work as many days a week in the office as you’d like or 100% remotely
- A WFH stipend to support your home office setup
- Unlimited PTO
- Up to 16 weeks of fully-paid family leave
- 401(k) matching
- Student loan matching program
- Health, vision, dental, and life insurance
- Up to $25k towards family building, reproductive health services and Gender-affirming care
- $500 per year for wellness expenses
- Subscriptions to Headspace (meditation), Headspace Care (therapy), and One Medical
- $120 per month to spend on tickets to live events
- Annual subscription to Spotify, Apple Music, or Amazon music
The salary range for this role is $86,000 - $124,000 USD. In addition, you may receive a discretionary annual bonus based on individual and company performance. Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years and depth of experience, certifications, and specific location.
SeatGeek is committed to providing equal employment opportunities to all employees and applicants for employment regardless of race, color, religion, creed, age, national origin or ancestry, ethnicity, sex, sexual orientation, gender identity or expression, disability, military or veteran status, or any other category protected by federal, state, or local law. As an equal opportunities employer, we recognize that diversity is a positive attribute and we welcome the differences and benefits that a diverse culture brings. Come join us!
To review our candidate privacy notice, click here.
Ready to apply?
Apply to SeatGeek
SeatGeek believes live events are powerful experiences that unite humans. With our technological savvy and fan-first attitude we’re simplifying and modernizing the ticketing industry.
The Workforce Services team plays a crucial role in identifying and driving effective and efficient customer, broker, client, and agent experiences. As a Business Analyst, you will use an analytical mindset to dig deep into some of the Support department’s biggest opportunities, uncovering important insights that can be leveraged to improve the overall performance of our customer, broker, and client support technology and processes. In this role, you will work with stakeholders from the Marketplace Operations, Product, Inventory, Data Science, and Finance teams to collect, present & analyze data in a way that identifies opportunities for improving how we support our customers, brokers, clients and agents.
The scope of projects for this role will vary, but will focus mostly on using data to help inform recommendations and decisions related to our customer, broker, and client support strategies. You will play a key role in turning data into actual insights that can be acted upon by your teammates across the organization.
What you'll do
- Own and maintain support and workforce data sets across tools and systems, ensuring accuracy, consistency, and accessibility for both individual and team performance data
- Develop, maintain, and distribute recurring reporting and dashboards on key workforce and support metrics (e.g., staffing, forecast accuracy, adherence, attrition, productivity, contact rates, performance, operating costs)
- Analyze complex data from multiple internal and external sources to identify trends, root causes, and actionable insights that inform decisions on support operations, product automation strategies, process changes, and fan, client, and broker experience
- Evaluate existing business processes and identify opportunities for optimization and automation. Provide written and visual summaries of findings and present findings to senior leadership as needed
- Develop process maps, workflows, and documentation for current and future-state operations
- Monitor and investigate key workforce and support KPIs, proactively surfacing unusual patterns, resolving data quality issues, and completing high-quality ad hoc analyses and reporting requests for stakeholders
- Collaborate with operations teams to complete ad hoc reporting and analysis requests related to business challenges and opportunities like contact, drivers, quality, cost, or performance. Helping surface where SeatGeek teams should focus their efforts to help reduce operational expenses where possible and appropriate
What you have
- 3+ years of experience in data analysis, business analysis, workforce management, customer service operations
- Experience with reporting and analytics in customer service tooling (e.g., Zendesk, Salesforce, Playvox, Talkdesk or similar)
- Experience with data analysis tools and techniques (e.g., advanced Excel, SQL basics, or similar)
- Experience with data visualization tools (e.g., Tableau, Looker, or similar) is highly desirable
- Strong proficiency in Google Suite, specifically Google Sheets
- Strong analytical and critical thinking skills, with a keen attention to detail
- Excellent organizational and time management skills; able to manage multiple projects and deadlines
- Clear, concise written and verbal communication skills
- Ability to synthesize data and present findings to various audiences with clear trends and recommendations
- Collaborative team player with a proactive approach to problem-solving
Perks
- Discretionary annual bonus
- Flexible work environment, allowing you to work as many days a week in the office as you’d like or 100% remotely
- A WFH stipend to support your home office setup
- Unlimited PTO
- Up to 16 weeks of fully-paid family leave
- 401(k) matching
- Student loan matching program
- Health, vision, dental, and life insurance
- Up to $25k towards family building, reproductive health services and Gender-affirming care
- $500 per year for wellness expenses
- Subscriptions to Headspace (meditation), Headspace Care (therapy), and One Medical
- $120 per month to spend on tickets to live events
- Annual subscription to Spotify, Apple Music, or Amazon music
The salary range for this role is $86,000 - $124,000 USD. In addition, you may receive a discretionary annual bonus based on individual and company performance. Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years and depth of experience, certifications, and specific location.
SeatGeek is committed to providing equal employment opportunities to all employees and applicants for employment regardless of race, color, religion, creed, age, national origin or ancestry, ethnicity, sex, sexual orientation, gender identity or expression, disability, military or veteran status, or any other category protected by federal, state, or local law. As an equal opportunities employer, we recognize that diversity is a positive attribute and we welcome the differences and benefits that a diverse culture brings. Come join us!
To review our candidate privacy notice, click here.
#LI-Remote
Ready to apply?
Apply to SeatGeek